We performed a comparison between ManageEngine SupportCenter Plus, OpenText Service Manager, and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software.
"The product teams are continuously on the products trying to improve them. If, for example, I ask for a change to be done in the software, the chances are in the next release it's going to be done and incorporated. It's this personal touch that I like."
"We have found the reporting in this product to be very useful."
"The most valuable features are the ITIL compliance and billing."
"The product is very scalable and stable when used as a help desk once it is built out."
"We can have all our requests and incidents registered in one system."
"It gives us better understanding and control of service management."
"It can adapt to any process in the organization."
"The solution is simple to set up."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"Its flexibility and ease of customization are its most valuable features."
"The initial setup is easy."
"It's easy to scale."
"I prefer ServiceNow to the competition because of its ease of use, installation and configuration."
"I like the ease of use."
"The solution is stable, scalable and easy to use."
"The solution is easy to use, simple to make queries, flexible to configure, integrates well, and supports all of our companies needs."
"It has an excellent capability to integrate different access points."
"ServiceNow was the first true enterprise to service management platform."
"I like that it's always up and running."
"ServiceNow provides quite good insights about what is happening in the organization."
"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."
"I would like to see some kind of project management or portfolio management in a future version."
"The tech support is terrible and that seems to be a part of their business plan."
"There is no cloud-based version and it would be helpful if it were available."
"The business model for the company is to sell low and charge for customization, education or expertise."
"The product is very difficult to use and configure and requires specialists."
"The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."
"Their end-user interface and technical support features could be improved."
"The interface could be better."
"It needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"I think one area which is the most painful from my point of view is if you need to integrate a lot of the tools, and being able to make that a lot more seamless."
"Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more."
"The greatest issue for us is to understand the roadmap. We want to know whether we should upgrade now or should we wait three months."
"It would be nice if we could, with some specific access rights, move histories from one squad to another, as they generate dependencies or duplicate or flag them."
"The solution is lacking in the mobile application area that could be improved."
"The solution could be made cheaper. Machine learning and artificial intelligence should be introduced in the next release."
"I have a problem with the way the solution's price is calculated."
"It's not very secure, it's web-based, and I prefer Remedy. Both the security and the web interface could be improved."
"Loads slower than expected, and its user interface needs improvement. Support for this product also needs to improve on their response time."
"The solution could improve by making the CMDB integrate with a CI better to allow it to be seen across multiple platforms."
"I am interested to see the firm's strategic plans for Artificial Intelligence (AI) and Machine Learning (ML), and how the particular areas it will expand on from its existing investments (that feature, for example, in its ITSM Pro and CSM Pro modules)."
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